Vendor Experience Specialist
Core
Manages external BPO operations for the Vendor Help Center, overseeing vendor incident calls, satisfaction scores, and SLA compliance while driving workflow optimization.
Role type
Senior operations manager (vendor experience & content)
Builds
Vendor help center operations, menu content workflows, and cross-functional initiatives for food delivery partners
Domain
Food delivery / E-commerce
Required skills
Vendor relationship management, BPO operations oversight, SOP development, team leadership, menu content management, data analytics, project management, quality assurance, cross-functional collaboration, workflow optimization
Preferred skills
Food industry knowledge, AI tool utilization, SEO proficiency, UX/UI collaboration
Technologies
CMS, Google Analytics, AI tools
Responsibilities
Manage vendor incident calls and help center operations; oversee vendor satisfaction (CSAT) and SLA compliance; develop and maintain SOPs to optimize staffing and reduce churn; lead and mentor supervisors and team leaders; create and maintain vendor menus with accurate item details; coordinate menu updates with Account Managers and marketing teams; audit menu content for errors and compliance; implement quality standards for menu presentation; monitor menu performance metrics and provide actionable insights; lead cross-functional initiatives to improve content workflows and automation.
Seniority
Senior, hands-on IC with team leadership